Regardless of supply chain status, it is important for businesses to ensure their consumers know when to expect their products to be available or risk losing loyal customers. This can be accomplished in many ways.

INSIGHTS

Spreadsheet Mishigas

Recently McKinsey & Company did a deep dive on supply-chain planning -- which you might think is a long way from CRM -- but you might be surprised. The shocking finding to me, and the connection with CRM, is the statistic that 73 percent of respondents said that spreadsheets are their primary supply...

INSIGHTS

The Sustainable Customer

The customer version of sustainability requires that we capture scads of data about customers -- and today that means in an ethical and non-snooping way so that we'll have something to feed the monster we call AI.

INSIGHTS

The Great Upgrade

Today, we all need to be on platform-based CRM, and we need to become ninjas at platform-based application development and deployment. This especially goes for the newest tools on the platforms which include an array of analytics, machine learning, and voice assistants.

The marketing technique called clienteling is used by retail workers to establish long-term relationships with key customers. When applied to e-commerce, the practice is based on having access to data about their preferences, behaviors, and purchases. A relatively new variation of this concept is di...

INSIGHTS

This Year in CRM

It's okay to give ourselves kudos for CRM's resiliency over the course of the pandemic. We did a heck of a job keeping most of the balls in the air. Oracle, Salesforce, and many other CRM vendors continued innovating for the pandemic, but they also began innovating systems for what happens afterward...

The Freshstack product suite combines Freshworks' products to unify startups' customer support, sales, and marketing teams in an easier-to-use package. The new scalable CRM bundle helps startups personalize marketing to generate pipelines, deliver omnichannel service, and grow faster at a price poi...

A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities.

Zoho’s Surround Strategy

Surround strategy is the antithesis of rip and replace. Rather than replacement, a business can move parts of its workload from some workhorse system, say ERP, to Zoho -- where things like pre-built reports and Zia, an AI-based digital assistant, can help business users interrogate data stored on th...

This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service encounter is enough to make ...

When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers t...

INSIGHTS

CRM’s Levels of Abstraction

There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM. First there's the object, a material product or service that is the thing we trade money for. Then there's the experience, see where I'm going? Lastly there's the concept.

Dreamforce Observations

Dreamforce saw Salesforce continuing to build out a product offering that in some ways defies description. For the CRM rank and file there were plenty of announcements and enhancements -- and for others some tantalizing views of what may be coming in future releases.

The term "social commerce" is the trend du jour for marketers, yet there's confusion in many circles about what that really means. Some people equate social commerce with capital-I "Influencer" marketing. Others think of social commerce as the process of marketers reaching consumers directly via soc...

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